Assistant Manager -Field Collections

Digitide Solutions Limited; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Digitide Solutions Limited seeks an Assistant Manager - Operations to lead customer care teams and ensure service levels are met. You will oversee daily operations, coach Team Leads, and implement dialer strategies while monitoring KPIs and dashboards.

You will collaborate with senior management and other departments, maintain compliance, and drive process improvements to maximize quality and profitability.

Qualifications

• Graduate with 3-5 years of experience in operations management.

Responsibilities

• Meet internal and external SLAs with the team.
• Experience in field collection with DRA.
• Manage shrinkage and attrition for the teams.
• Design and execute dialer strategies.
• Develop KPI/KRA aligned with business goals.
• Understand revenue calculations and P&L basics.
• Maintain knowledge of current process guidelines.
• Identify improvement opportunities in team programs and processes.
• Ensure compliance to guidelines.
• Recruit, train and lead CSA & TL teams.
• Oversee daily operations and performance metrics.
• Develop dashboards for monitoring performance and profitability.
• Coach and develop Team Leads.

Skills

Team management

SLA adherence

Field collection experience

Dialer strategy design

KPI/KRA design

P&L understanding

Process compliance

Coaching & development

Dashboard/MIS

Stakeholder communication

Education

Any Graduate

Job description

Assistant Manager JD

Team Manager-OperationsResponsibilities

• Meets the internal and external SLAs
• Experience in Field Collection with DRA
• Manages the shrinkage and attrition for the teams
• Designs and executes dialer strategies
• Able to design the KPI/KRA in line with the business.
• Fair idea about the revenue calculations and P&L
• Maintain a working knowledge of all current Process guidelines
• Identify improvement opportunities related to the team programs and processes
• Confirm compliance to all guidelines
• Recruit, train and lead a team of CSA & TLs
• Manage the daily operations associated with the process
• Develop performance metrics for each position within area of responsibility and lead staff toward exceeding stated business objectives
• Utilize decision and reporting tools to minimize variability, improve quality and maximize profitability of the business.
• Interact effective with senior management, other departments and customers
• The candidate will play a key role in the coaching and development of Team Leads

Key Deliverables

• Manage and set the standards to ensure excellent customer care is delivered effectively.
• Ensure consistency of service to the
• Achieve KPIs and SLAs through continuous monitoring and corrective action.
• Dashboards and MIS

Education

• Any Graduate

Professional Experience

• 3-5 years of work experience.